Senior Account Manager

Key Responsibilities

• Build and maintain strong, long-lasting relationships with customers, ensuring their satisfaction and retention.
• Manage a team of 2-3 Technical Account Managers.
• Act as the primary point of contact for technical inquiries and support, providing timely and effective solutions.
• Proactively identify opportunities to enhance customer success and product adoption.
• Provide hands-on technical assistance to customers, identify the relevant support team and/or troubleshooting issues related to IoT devices, cloud-based platforms, APIs, and integrations.
• Collaborate with internal technical teams to resolve complex issues and implement customized solutions.
• Translate technical concepts into clear and actionable guidance for non-technical stakeholders.
• Support customers during the deployment and configuration of the company solutions.
• Build & Conduct product training sessions and workshops tailored to customer needs.
• Ensure seamless integration of our solutions with customers' existing systems and workflows.
• Act as the customer advocate within the company, providing feedback to product and engineering teams to drive continuous improvement.
• Partner with sales teams to identify upsell and cross-sell opportunities, contributing to revenue growth.
• Collaborate with marketing teams to align messaging and support customer success stories.
• Work closely
• Stay informed about regional trends, regulations, and customer preferences to provide targeted recommendations.

Performance Metrics & Reporting

• Bring & Advocate market best practices, metrics & reporting
• Monitor customer usage, adoption, and satisfaction metrics, providing regular reports and insights to stakeholders.
• Define and track KPIs for customer success and engagement, taking proactive measures to achieve targets.

Qualifications

Education:

• Bachelor’s degree in engineering, Computer Science, Business, or a related field.

Experience:

• 5+ years of experience in technical account management, customer success, or a related role.
• Proven experience supporting SaaS, IoT, or cloud-based solutions.
• Experience in the automotive or fleet management industry is a plus.
• Experience working in a global company

Technical Skills:

• Strong understanding of IoT systems, APIs, and cloud platforms (AWS, Azure, or GCP).
• Hands-on experience with data integration, analytics platforms, and software troubleshooting.
• Proficiency in CRM tools and ticketing systems

Soft Skills:

• Passion for problem solving and analytical capabilities Excellent interpersonal and communication skills, with a customer-first mindset.
• Ability to manage multiple priorities and work in a fast-paced environment
• Data Driven decision maker
• Assertive Service & Delivery Orientation
• Pro active flexible and independent with ability to work in an ambiguous and remote environment